Lester Rice
Waterville,ME
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, and problem-solving. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
15
15
years of professional experience
Work History
Customer Support Specialist
Bottomline
05.2023 - Current
- As a Customer Support Specialist at Bottomline, I am tasked with providing support to customers with a variety of queries related to Paymode via phone, email, and customer care portal
- Providing exceptional customer support while also resolving issues with the best solution in a timely manner
- Assisting with password resets, connecting vendors to payers within Paymode
- Also investigating misdirected payments, assisting with locating payment details, enrollments, and the processing of payments.
Technical Support Manager
Blockchain
04.2022 - 02.2024
- As the Technical Support Manager for BlockChain Cellular Inc. I was responsible for setting up the company SIP service, and provisioning the company phones in the office and at remote locations.
- Becoming certified in the use of Grandstream SIP cloud service maintaining call logs, voicemails, and customer service calls
- Also Certified by Druid AI in the use and programming of their AI chatbot services
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Procured phone numbers for the company and porting them to our SIP service
- Help develop a marketing plan on the local level to increase the use of our app.
- Tasked with helping customers over our chatbot and toll-free number with account questions and problems by using our backend portal
- Handling vendors and ordering SIM cards and programming material
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
Expert
OSL Retail Services
06.2020 - 07.2022
- As a Mobile Expert I was tasked with engaging with customers who were looking into purchasing mobile phones and service
- Activating and transferring data from the old device
- Along with teaching customers how to properly use their new device
- Learning about new devices and technology and using that knowledge to not only assist customers with purchasing the right equipment but equipment that fits their needs and accessories
- Helping customers troubleshoot and diagnose problems with their devices
- Worked alongside with various service providers to troubleshoot and correct customers problems with billing and service
Parts Specialist
John Deere
09.2017 - 06.2020
- As a Part Specialist, I was tasked with helping customers identify and solve parts issues with various John Deere and non-John Deere Machines in person, over the phone, and via email.
- Utilizing my customer service skills to make sure customers were happy with our quality of service and parts
- I was responsible for placing, receiving, stocking, and making sure customers received orders.
Parts Sales Manager
AutoZone
07.2009 - 02.2018
- As a Part Sales Manager, I was tasked with assisting the store manager and assistant manager with daily store activities, managing store schedules, opening and closing the store, and managing store money drops and deposits.
- Conducted regular performance evaluations of staff members, identifying areas for improvement and providing constructive feedback.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Tasked with providing excellent customer service, invoicing our commercial accounts, responsible for making sure merchandise is properly stocked, received
- Helping reach and exceed store goals year over year
- Overseeing staff and making sure tasks are completed
- Responsible for hanging store signage, and completing planograms for merchandise
Education
High School Diploma -
Notre Dame High School
Lawrenceville, NJ06.2002
Bachelor of Business Administration -
West Virginia University
Skills
- Customer service skills
- Management
- Market planning
- Customer Support
- Customer Satisfaction
- Problem-solving
- Customer relationship management (CRM)
- Help desk support
- Call center experience
- Product knowledge
- Salesforce
- Customer service excellence
- Data entry
Timeline
Customer Support Specialist
Bottomline
05.2023 - Current
Technical Support Manager
Blockchain
04.2022 - 02.2024
Expert
OSL Retail Services
06.2020 - 07.2022
Parts Specialist
John Deere
09.2017 - 06.2020
Parts Sales Manager
AutoZone
07.2009 - 02.2018
Bachelor of Business Administration -
West Virginia University
High School Diploma -
Notre Dame High School
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